Step 1 – Why Outcomes?
Help key people in your business understand why they should adopt an outcome-based approach to engaging with customers.
Step 2 – How Outcome-based Customer Success Works
By subscribing, you’ll have access to online tuition. We provide a series of videos, exercises and tools to educate the key people in your business.
In the ‘Why Outcomes?’ videos, we introduced Product Outcomes and Success Outcomes. We discussed the benefits of focusing on Success Outcomes.
You’ll now dive more deeply into Success Outcomes. We’ll show you how to choose the Success Outcome your business serves. As part of this section, we’ll introduce Success Hierarchies.
We’ll then introduce a framework called DEEP Engagement. DEEP Engagement identifies four phases of engagement with customers. You can use this framework to develop an engagement model covering your whole customer lifecycle.
We’ll also show you how to use outcomes to drive each step of the customer lifecycle. And use those outcomes to design a consistent engagement model for each segment of your customers
Finally, there’s a section on New Business (new logo) selling. We’ll show you how to gain a significant competitive edge using Success Outcomes.
At the end of this education, you’ll understand the key principles of Outcome-based Customer Success.
The subscription gives you ongoing access to this content. You’ll need ongoing access for new people joining the company or those changing roles.
The annual subscription fee is USD490 per company per annum. This includes membership of Outcome Leaders Club and an intial 50-minute consult with out founder, Paul Henderson.
Step 3 – Outcome Workshop
We’ll provide more detailed education on how to make Outcome-based Customer Success work for you. We’ll then facilitate a one-day workshop with you and your key people. You’ll apply the general principles from Steps 1 & 2 to your own business.
We’ll begin by reminding attendees at the workshop of the key ideas they’ve already learnt in Steps 1 & 2.
We’ll then move into the practical exercises. We will-
- Choose a Success Outcome your business will serve
- Define your customers’ Buying Cycle
- For one segment of your customers, define your Customer Lifecycle
- Identify the Outcomes you need to achieve at each step in the lifecycle
- Conduct a high-level execution capability analysis
At the end of the workshop, you’ll have a clear idea of how to apply Outcome-based Customer Success to your business. And a lifecycle for at least one segment of customers.
The price for the Outcomes Workshop, including the additional online tuition, is USD 4,900.
Step 4 – Execution Planning
In this step, we’ll help you plan the staged rollout of Outcome-based Customer Success. We recommend beginning with a pilot program and will help you build a practical approach for your pilot.
The level of assistance we provide after setting up the pilot will be up to you. You may feel you can proceed without further assistance.
The price for this stage will vary depending on the level of help you’d like from us.